Practice Procedures/Policies/Complaints

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the General Data Protection Regulation 2018.

Please click HERE to read our Privacy Policy

Statement of Purpose

Read our full Statement of Purpose here

Collection of Sharps Bins

Local Council contact names and telephone numbers:

    Heather Johnson (Principal Environmental Health Officer) 
    new patients Tel 01727 819444

    Jo Goodrum (Client Services Liaison Officer) 
    regular patients only Tel 01727 819391

Collections are on a weekly basis on Wednesdays.

Patients are advised to call on the above numbers on Mondays or Fridays to arrange a collection from their home for the following Wednesday.

Patients can leave their sharps bin on their doorstep for collection on Wednesdays from 7am.

Policy on Environmental Management

We recognise the need to minimise any adverse environmental effects caused as a result of its activities or products, achieving our business objectives in a manner that reflects the changing environmental priorities of our patients and the community. It acknowledges responsibility for and a commitment to protection of the environment at all levels. Elm's Medical Practice will comply with applicable environmental regulations, laws and codes of practice whilst committing to continuous improvement of our environmental management performance and the prevention of pollution. We recognise that our key adverse environmental impacts are energy, fuel consumption and waste generation.

Infection Control

View Infection Control Annual Statement

Publication Scheme

The Elms Medical Practice Publication Scheme 2019


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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